Returns Policy

1. Personalized products: final sale

By its nature as a made-to-order good —produced specifically according to the design and specifications you approved and with no resale value—, the personalized product is not eligible for return or exchange due to regret or a change of mind. This condition does not affect your legal warranties against defects or errors on our part (section 2).

2. Exceptions: defect or our error

We do accept claims and apply the legal warranty when:

• The product has a manufacturing defect.
• The product arrived damaged during transit.
• You received a product different from the one you approved in your order (an error attributable to us).

3. Timeframe and channel to report

For visible transit damage or incorrect products, contact us within 5 business days of receipt. This timeframe applies only to visible damage and does not reduce the legal warranty for manufacturing defects, including those that are not obvious.

4. What we need

To handle your claim, we ask that you send us:

• Your order number and the DTE of the purchase.
• Photographs or video showing the defect, the damage, or the error.
• A brief description of what happened.

5. Solutions

Once the claim has been verified, we will offer you, depending on the case, replacement of the product (making it again), its repair, or a refund of the amount paid. Refunds are made through the same payment method, within 15 business days of approval of the claim, subject to the processing times of your bank or the payment gateway.

6. Cancellation before production

You can cancel or modify your order only before we begin its production. We will confirm the start of production by email or WhatsApp; from that notification onward the order cannot be canceled or modified. Before that notice, you may request cancellation with a refund of the advance paid. If you need a change, contact us as soon as possible.

7. Exclusions

Claims are not accepted for:

• Misuse, improper care, or damage after delivery.
• Normal wear and tear from use.
• Minor variations inherent to personalization (for example, slight color differences between the screen and the physical product).
• Size or specifications chosen incorrectly by the customer at the time of approving the order.

8. How to start a request

Write to us at [email protected] or via WhatsApp with the information indicated in section 4. We will respond to resolve your case.

9. International orders

This policy applies to orders within El Salvador. For orders destined outside the country, the return conditions are agreed and confirmed in writing (WhatsApp or email) before the order is accepted and prevail over this policy for that order. In any case, the final-sale condition for personalized products applies equally, except in the event of a defect or error on our part.

10. Defensoría del Consumidor

This policy respects the rights granted to you by the Consumer Protection Law (Legislative Decree 776 of 2005). If we do not reach an agreement, you may file your claim with the Defensoría del Consumidor (Consumer Ombudsman).

11. Contact

For any question about returns, write to us at [email protected] or at +503 7906-2935.